Shipping, returns and the right of withdrawal

Last updated: 12 August 2026

1. Where we ship

We ship anywhere in Romania through our courier partner, to your address or to the pickup points the courier offers at checkout. If another destination country appears at checkout, you can order under the conditions shown there. We do not ship outside those options.

2. When we ship

As a rule we hand the parcel to the courier within one to two working days of order confirmation. Delivery time then depends on the courier and your locality. If an item is delayed or no longer available, we email you and you choose between waiting and a refund.

3. Shipping cost

Free shipping on orders over 130 lei. Below that, the fee displayed at checkout applies before you confirm the order. Product prices are final: OKRALIS S.R.L. is not registered for VAT, so no VAT is added. You pay with the payment methods available at checkout.

4. Tracking your order

You receive an order confirmation email. When the parcel leaves for you, we email the courier AWB number for tracking on the courier's website. If you cannot find our emails, check your spam folder and write to office@carefresh.ro.

5. Check the parcel on delivery

Open and check the parcel while the courier is there. If the packaging is torn, wet or unsealed, ask the courier to record its condition in the delivery report, or refuse the parcel. Photograph the packaging and product and send the photos to office@carefresh.ro.

6. Right of withdrawal: 14 days

You may withdraw from the contract within 14 calendar days from the day you take possession of the goods, without giving a reason and without penalty (OUG 34/2014). Send an email to office@carefresh.ro with your order number and the items you are returning. We confirm your request and give you the return address in writing.

Model withdrawal form

Copy this list into your email and fill it in:

• To OKRALIS S.R.L., office@carefresh.ro
• I hereby withdraw from the contract of sale for the following products: ...
• Order number: ...
• Order date and delivery date: ...
• My name and address: ...
• Payment method used, or IBAN for the refund: ...
• Date: ...

7. Your refund

We refund within 14 days at most from the day we receive the returned goods or the proof that you sent them, whichever comes first. We use the same payment method you used, unless we agree otherwise in writing. We also refund the standard delivery cost you paid on the outbound order. If you chose a delivery option more expensive than the standard one, the difference is not refunded.

8. Who pays the return, and the product's condition

The return shipping cost is yours when you withdraw without a reason. The exception: if the product is faulty, wrong or damaged, we pay the shipping. Send the product complete, seal intact and preferably in its original packaging, with a copy of the invoice; missing original packaging does not cancel your right of withdrawal. You may inspect the product as you would in a shop, but you may not use it; if it has been used or damaged by handling beyond inspection, you are liable for the loss of value.

9. The hygiene exception for masks

The sheet masks (vitamin C, hyaluronic acid, collagen) and the foot mask are sealed single-use cosmetics containing serum. Once the sachet is unsealed, the product can no longer be returned, for health protection and hygiene reasons, under art. 16 lit. e) of OUG 34/2014. Sealed and unopened, they can be returned normally within the 14 days.

Reed diffusers can be returned if the 85 ml bottle has not been opened, the seal is intact and the bamboo reeds have not been used, in their original carton.

10. Wrong, missing or damaged item

Write to office@carefresh.ro as soon as you can, ideally within 48 hours of delivery, with your order number and photos. You choose: we replace the item or refund the full amount you paid, shipping included, and we cover the return shipping. This does not limit your legal rights below.

11. Legal guarantee of conformity: 2 years

Goods carry a legal guarantee of conformity for 2 years from delivery (OUG 140/2021). If a product is not in conformity, you are entitled, in this order, to have it brought into conformity by replacement or repair and, where that is impossible or does not solve the problem, to a price reduction or to termination of the contract with a refund. The remedies are free of charge for you. With cosmetics, note the expiry date and storage conditions on the pack.

12. Complaints, ANPC and online dispute resolution

Write to us first at office@carefresh.ro and we reply in writing. If we cannot agree on a solution, you can contact the National Authority for Consumer Protection, ANPC (OG 21/1992), at anpc.ro.

You may also use alternative dispute resolution (OG 38/2015). The competent body is the Directorate General for Alternative Dispute Resolution within ANPC, Bd. Aviatorilor nr. 72, Sector 1, Bucharest, anpc.ro/ce-este-sal.

The European ODR platform no longer operates as of 20 July 2025. The European list of dispute resolution bodies is here: consumer-redress.ec.europa.eu.

See also Terms and conditions, Privacy policy, Cookie policy. Write to us any time at office@carefresh.ro. Last updated: 12 August 2026.